Because of my passion for this industry and a sensitivity and curiosity developed over time into what makes it tick, I often find myself thinking about management when I deal with a business's front desk. As I'm interacting with the person, I am open to nuances and clues as to how the individual was trained, telling indicators of the ethic of the people above him or her. You can usually detect this easily. Good management shows. And really good management really shows. Some may think otherwise, but the ethos of the owner of the business is usually demonstrated in the attitude and actions of front-line staff. I enjoy observing this. Restaurants, hardware stores, big-box retailers, rental outfits—whatever, it's always on the forefront of my mind. And, sadly, I am often disappointed (don't get me started about the U.S. Post Office!), though pleasantly surprised occasionally too.

Years ago when I trained Kawasaki dealer managers and principals I used to stare into the nearest one's face and say to them all, "The way you treat your employees is the way they will treat your customers." This usually got their attention. I went on, "It's nonsense to think otherwise. They may, even despite some level of job dissatisfaction, want to treat them better, and that simply means you hired right. But in the end they won't. It's human nature. We give what we get. If you are inconsistent, unfair, or immoral in the presence and hearing of your people, guess what? They will be the same to your customers, to a significant degree. It might as well be in their DNA." Some were startled by this, some indifferent. But it was eye-opening for most and just a hint of what was in store for them in the coming days of the course.

Herb Kelleher, the late, controversial, famously-maverick, forward-thinking founder of Southwest Airlines, once called by Fortune Magazine the best CEO in America, was a kind of prophet for this, treating employees right. He constantly preached, "The customer is not always right. Your people come first, and if you treat them right, they'll treat the customers right". He also said, "The essential difference in service is not machines or things. The essential difference is minds, hearts, spirits, and souls.” And, "What if you could build a company that is as human as the human beings in it? What if you could create a culture that inspires passionate people to come to work fully awake, fully engaged, firing on all cylinders because they know they are doing epic work?" Wow! Is that viewpoint missing in today’s powersports industry! Herb, rest in peace. You are greatly missed.

Carl Sewell was another change-maker in the service industry. The famous Texas Cadillac dealer and author of the well-known industry guide, “Customers For Life”, pretty much popularized the concept of under-promise and over-deliver. That is, have the customer’s expectations in mind from the very beginning of the transaction. He would say, “Customers expect you to keep your word. That’s nothing to them. You must exceed that expectation.”

Managing a business is of course really managing people, on both sides of the counter. And this not-very-adept-at-people-dynamics individual (me) has had to learn this, becauise I passionately wanted to. And I am learning it. I am one of the few vintage Honda resources that actually takes time to talk with people. Many shops avoid it, some even attempt to charge for it. But think about it. Say as a homeowner you talk to three different roofing companies. They all seem proficient, they apparently give good value. Which are you going to choose? Most often you will choose the one who spoke with you most comfortably, who spent time, explained things, made you feel like a human being. So maybe two-thirds of the people who seek my advice don’t become paying customers. Okay. But I helped them anyway. And a significant number do choose my business, they do decide on the Motorcycle Project, I believe because I have connected with them at some level. I have at least, by working with them through their difficulties, affirmed their hobby, their pleasurable pastime. And by extension, affirmed them as invididuals. And I enjoy doing that because it’s meaningful. It is just important as fettling old Hondas.